If I were a neutral, I would agree this is a reasonably assessment and CW might have assumed I damaged the watch (though I did not, but you only have my word on this). To state the watch was showing signs of heavy wear is patently not true and is in keeping with the unprofessional dealings I experienced from the date I ordered and paid for the watch, to when I returned it, to when I was eventually refunded.maclink wrote: ↑Sat Aug 24, 2024 2:09 pm This thread was disturbing to read. My first Bremont was a Supermarine S300 and after a two days of having received it, it was clear that the auto winding feature wasn’t working. Luckily I had bought it from an AD and could take it back. They initially thought I didn’t know how to wind the watch etc. They took me somewhat seriously when I share my mechanical watch experience. Anyway, they sent it off for a check and offered a repair vs refund. I opted for the refund and pretty much decided on no more Bremonts until they handed me an S302 GMT to look at. I took it and it’s been perfect since.
I can’t fathom how the OP can be assumed responsible for heavy wear of a watch just received. A drop, yes, but not heavy wear and tear. Their quality inspection prior to offering as a near new offer at a discount is certainly brought into focus.
This would need investigating and will only happen with a complaint. The assumption may well be that the OP dropped the watch… he will deny it and without proof we will have to give the benefit of the doubt and issue the requested refund. Not good.
The silver lining for CW is that they seem to give the benefit of doubt to their customer, though on the surface, reluctantly so in this case. IMO, the ideal thing would have been to have an invited discussion with the customer by not simply reporting the findings and decision.
Was it the same watch sent that was examined and reported on? Were serial numbers verified etc?
I note that while CW get 4.6 out of 5 feedback on Trustpilot from Customers, 5% of customers see fit to leave a 1 out of 5 rating. 5% of 26,000 customers is still quite a lot of dissatisfied customers, so I am not alone in being unhappy with CW.
Pity, as I was delighted when the watch arrived and I had it down as a keeper, I would probably still be a customer if they had sorted the faulty watch and communicated professionally. Now I am looking at another Grand Seiko for my collection instead.
I would also add I would have pursued CW if they had refused to refund me for the faulty watch they sent out, firstly via the credit card I paid with and then through the small claims court if necessary. I am glad CW decided to honour the legal obligation to refund me and a drawn out dispute with me, their customer, was avoided.
